Inspection on 08/02/07 for Laurel Lodge Care Home

This inspection was carried out on 8th February 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Excellent. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Laurel Lodge Care Home 22/11/05

Laurel Lodge Care Home 07/07/05

Laurel Lodge Care Home 14/02/05

Laurel Lodge Care Home 15/07/04

Similar services:

Claremont House

Oak Ridge

Sun Court Nursing Home

Ashville House

Bilney Hall

Hill Barn

Mabbs Hall Nursing Home

Henrietta House

Extracts from inspection reports are licensed from CQC, this page was updated on 09/07/2008.

CARE HOMES FOR OLDER PEOPLE Laurel Lodge Care Home 19 Ipswich Road Norwich Norfolk NR2 2LN Lead Inspector Ruth Hannent Key Unannounced 8th February 2007 09:30 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Laurel Lodge Care Home Address 19 Ipswich Road Norwich Norfolk NR2 2LN Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 01603 502371 01603 443872 brian.jones733@ntlworld.com Mr Brian Jones Mrs Linda Jones Mr Brian Jones Care Home 20 Category(ies) of Old age, not falling within any other category registration, with number (20) of places Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. One service user, named in the Commission`s records, with a diagnosis of dementia may be accommodated. 22nd November 2005 Date of last inspection Brief Description of the Service: Laurel Lodge is located in a residential area close to Norwich city centre. Formerly a large period residence, the premises have been adapted and extended to provide accommodation to a maximum of 20 older people. There are 14 single and 3 double rooms, all having en suite facilities. The care home has one spacious TV lounge and a second quiet lounge. There is a conservatory that grants access to a large garden and a private car park at the front of the premises. Fees £398 - £450 weekly. Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection report is completed after an unannounced visit to the Home. The information used to compile the report includes details sent to the Commission prior to the visit from families, residents, professionals and management in the forms of a pre inspection questionnaire and comment cards. No complaints have been received and all comments were complimentary and positive. The visit to the Home was over a period of five and a half hours and included time spent talking to residents, management, staff and professionals. A tour of the building took place and some records were looked at which included care plans, fire records, servicing details, training and personnel records and medication administration charts. A meal was taken with residents and menu’s were discussed. The overall visit was carried out professionally and led by a management team who show care and compassion for the work they are doing. They are keen to develop and improve the service and listened positively to recommendations. What the service does well: The Home has a very warm atmosphere with a ‘family feel’ that makes it welcoming. The staff team, from the kitchen assistant to the management, interact well, with each other to ensure a seamless service is offered to all resident’s. The Home works well with a multi professional community health team to offer the best support available to resident’s with weekly visits from a physiotherapist, regular visits from the continence advisor, district nurse input when required and the six weekly visit from the chiropodist. The management keep resident’s and families informed of whatever may be happening within the Home and include them as much as possible in the decision making. Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. 3, 4 and 5 All potential residents have their needs assessed prior to being offered a place in the Home. Potential residents and families are assured that the home will meet their needs. Anyone who wishes can visit the home and talk about the facilities and services to ensure suitability. EVIDENCE: The Deputy Manager was able to show and discuss the process of assessing a potential resident. Clear documentation was held in two files looked at. The Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 9 information read was enough to decide if the Home could meet the needs of the resident and also was a working tool to begin the care plan details. The Home have an easy read leaflet that they have recently compiled that tells the potential resident about the Home. The Management also encourage families to read inspection reports and actively encourage them to look around the home and speak to other residents. This was evident on talking to some residents and one stated they would have liked even more to assist in the decision making prior to moving in but knew a trial period was available so was not concerned. Two comment cards from families stated the welcome they received on visiting the Home when trying to find a Home for their relative. Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. 7, 8, 9 and 10 The resident’s heath, personal and social care needs are in a plan of care. Resident’s health care needs are met fully. The Home has clear safe procedures for managing medication. Resident’s are treated with respect and their privacy is upheld. EVIDENCE: In total two care plans were looked at and discussed with the Deputy Manager. Although the format is old and the photo copying is making the documents a little untidy the details were in place and a picture of needs were clear. Each plan had risk assessment for the resident and all medical professionals involved had a sheet that informed the staff of action required. (Noted was the weekly visit of a physiotherapist who sees each resident and offers expert Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 11 advice which is incorporated in the assistance given to maintain mobility as much as possible)..The Home needs to work with staff on the daily recordings to ensure a ‘snap shot’ picture of the whole person is written in the daily records and not just the personal care with details as ‘up washed and dressed’ or ‘had breakfast’. (Recommendation). The Home has a very good relationship with health professionals. Clear information was seen on specialist appointments, GP visits, District Nurse visits and the Continence Advisor. (This person had sent a very complimentary comment card to the Commission on the working relationship that has grown with the staff team at the Home). This person also happened to be visiting the Home on the afternoon of the unannounced visit and again was full of praise for the way the Home has worked with her to improve the continence support given to residents. The chiropodist was also in the Home during the afternoon and visits six weekly to tend to the nails of residents. On listening to, and observation, the relationships between professionals, staff and residents appeared seamless with continuity of care for residents taking place in a positive manner. The medication procedure at lunchtime was observed. The Senior staff member waited until residents had finished their meal and then quietly went from person to person encouraging them to swallow their medication. All tablets were ingested in view of this staff member. Residents on pain relief PRN were all asked if they wished for any medication and all records seen were recorded correctly. All charts had a photograph of residents and all medication was in a locked trolley. Noted, was the recording within the office diary of a prompt to remove all monthly eye drops and replace with a fresh bottle, and all creams in resident’s rooms had the name and the date they were opened clearly marked. One suggestion to the Home was to have some form of recording chart in the bedroom for staff (or residents) to tick when creams/lotions have been applied at the time of application rather than having to go to the MAR chart where medication is recorded. (Recommendation). Throughout the day by observation and speaking to residents it was evident that residents are treated with privacy and dignity. The residents were assisted back in their rooms for personal care. Doors were knocked upon and staff asked if they could enter. Resident’s were full of praises both on comment cards and in conversation of the care and dignity they receive. Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. 12, 13, 14 and 15 Resident’s do enjoy the lifestyle offered. The contact with families and friends is encouraged. Resident’s do have and are helped to have control over their lives. The meals are enjoyed and are well balanced. EVIDENCE: The Home has a varied activities programme from entertainment coming in to communion. The day of the visit was very lively with both the chiropodist and continence advisor around. The large lounge had a musical video playing with some people knitting and one lady was enjoying playing the piano in the dining room. Nearly all of the comment cards received stated the activities are enjoyed. The Management has changed the staff duties slightly to ensure that staff are now around more to encourage social time and stimulation during the afternoons. Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 13 The Home welcomes visitors and although no one was spoken to on this occasion the number of comment cards received were completed favourably with extra comment written such as “very friendly”, “homely atmosphere” and “always welcome”. The residents all have families that assist with their finances except for one, which is managed by the Home. Residents do have their own personal belongings around them. One lady has a cabinet full of dolls, which, with staff assistance is regularly changed around so all the dolls can be seen at different times to the enjoyment of this resident. A meal was taken with residents in the dining room. The tables were laid with nice cloths and napkins. The meal was a choice of chicken casserole or salad with rice pudding to follow. The chef came out many times to ensure residents were enjoying their meal and offered more to those who had cleared their plate. Through discussion at the table it is clear that residents are visited every morning by the Deputy Manager or Manager to discuss the menu of the day and make a choice. A copy of the menu was sent to the Commission and appears well balanced and nutritious. Resident’s comments both on the day and via the comment cards sent to the Commission praised the meals stating you can not fault the food. Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. 16 and 18 All parties involved are confident that concerns/complaints will be listened to and acted upon. Resident’s are protected from abuse. EVIDENCE: The Home has not received a complaint since a concern was shared with the Inspector in 2006 during the alteration of a room. The concern was dealt with quickly by the owner who had listened and acted immediately on the complaint made. No further issues have been made since. The Home has a complaints procedure that is on display and also printed in the home’s leaflets. All comment cards received stated they are able to complain if they needed to and are happy to discuss any concerns with the Owner/Manager or Deputy Manager. The Home ensures all staff are aware of potential abuse and all new staff are trained via a video and then a questionnaire is completed during the induction period. (Training information held in the office). Staff are then regularly updated and trained on abuse awareness. (Staff member spoken to talked of the learning on this subject). The Home has a whistle blowing policy that was not looked at on this occasion but on talking to one staff member she would Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 15 always talk to Management if she had any concerns regarding possible abuse and understood this was her responsibility. Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. 19, 20 and 26 Resident’s live in a safe and well-maintained environment. Some areas are not so comfortable due to the tightness of space when moving around the Home. The Home is clean and pleasant except for one small room. EVIDENCE: The Home is undergoing a lot of building works at present with a large extension being built to accommodate at least seven further residents. The House and the original extension are maintained with all serviced equipment noted in a book held in the office as to when and who had been in to carry out the service. Although the sizing of the corridors and some rooms is not ideal Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 17 the Home works as best it can within the limited spaces and the areas were noted to be clean and tidy. The Home has a regular visit from a fire officer to ensure the Home is keeping within fire regulations while the new building is taking place. (One fire exit has had to be re directed with clear signs in place to show the way). The staff never know when the alarm is to be checked so each test is used as a drill with clear records shown in the fire log of times and dates of the test. The dining area at present leads to the conservatory and will be altered with the new extension. On the day of the visit this doorway between the two rooms was opened during the meal to administer the medication. It immediately made the dining area cold with one resident calling out to shut the door. It would be a good idea to administer the medication from somewhere that is warmer to prevent the draft while the building works are being carried out. (Recommendation) The Home has two washing machines and one tumble dryer. The main machine can carry out sluice washes. The Home divides the washing up into the correct cycle required and places the items in separate wash bins to ensure they are washed at the correct temperature. Also each bathroom has a lidded bin for all soiled items to be placed in and then carried to the laundry. Throughout the Home it was noted how clean and tidy all areas were. One bedroom had a slight odour, which unfortunately has been a problem for the home and all efforts are being made, with the help of the continence advisor on the best course of action. (Recommendation) Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. 27, 28, 29 and 30 Resident’s needs are met by a good skill mix of staff. Resident’s are in safe hands. Resident’s are supported by the Home’s recruitment procedures and policies. Staff are trained and competent to do their job. EVIDENCE: The rota’s had been sent to the Commission with the pre inspection questionnaire. On the day of the visit the appropriate number of staff where on duty and all residents appeared contented and comments stated they have their needs met appropriately. (The Home works very much as a team and it was noted how roles crossed to ensure continuity of care. All staff from the Kitchen Assistant to the Senior Carer interacted to ensure the well being of the residents was ensured). The Deputy Manager is working towards her management qualifications. 50 of the care staff are NVQ trained (Copies of certificates on staff files seen) and throughout observation it was clear the staff on duty understood their roles by carrying them out competently. Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 19 The Home, for no apparent reason, has undergone a high staff turn over in 2006. The procedure to recruit staff is carried out thoroughly with all relevant paperwork held within the personnel file. Noted were three forms of identification, permit to work for someone from overseas, two references and the CRB clearance. One small concern was discussed with the Inspector, of a record held that needed some clarification. The information required is to be sought by the Owner. The outcome of this concern had not caused any issues within the working practice and all other recruitments within the Home are complete and kept in a locked filing cabinet in the office. The Home has held many training session throughout 2006 that was written on the pre inspection questionnaire. The certificates from all the training are held on the staff members file. On talking to a staff member in the afternoon she was able to tell of all the training that has helped her development and how much she enjoys all the help, support and training that is offered. Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 20 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. 31, 33, 35 and 38. The home is managed and run by a person who is suitable and who carries out the responsibilities fully. The home is run in the best interests of resident’s but more evidence of how this is achieved needs to be in place. Resident’s financial interests are safeguarded. The health, safety and welfare of resident’s and staff is protected and promoted. EVIDENCE: Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 21 The Manager/Owner has been registered for three years. The comment cards received are complimentary of the Management team with details of how “kind and caring the owners are”. The pre inspection questionnaire sent out prior to the visit, had been completed by both the Manager and the Deputy Manager, in a comprehensive, detailed manner with lots of information to discuss and gain evidence from during the site visit. The Registered manager has a medical qualification and the Deputy manager is in the process of gaining her management qualification with the aim to take over the role of the Manager in the near future. The atmosphere and ethos is that of a warm, family style run home. Two staff members and many residents all talked of the cosy home they live in and that they are one big extended family. Two residents talked of how they are always involved and feel very included in any issues within the home and would not wish to live anywhere else. The Home has done a small amount of work towards a quality assurance system with the results of a food survey taken, acted upon and reviewed in April 2006. There is a need for the Home to look wider at the whole service and develop a comprehensive annual checking system that can be acted upon reviewed and developed regularly with outcomes published to all parties involved as stated in the National Minimum Standards (33). (Recommendation). Only one resident has assistance with their finances and on discussing this with the Deputy Manager it is managed safely and although the records were not seen on this occasion, past inspections have shown that resident’s finances are kept in order. The Home considers all areas of the work place to be a safe as it can be. The training records of all areas for staff to work safely are held on staff files. The Management has held many training events over the year and had written a comprehensive list of the training for the next year. The Chef is about to attend an advanced food hygiene course and one staff member could state to the Inspector health and safety courses attended recently. On walking the building all fire equipment had been serviced and dated, the hot water was checked in two bathrooms (by hand) with a thermometer available for staff to check prior to each resident having a bath but no records of the temperatures were written for each bathing occasion. (Recommendation). A fire risk assessment was in the fire folder with records of all alarm checks (seen). In the office is a notebook that tells what equipment had been serviced, by whom and when, with all service invoices held in a file from plumbers to service the boiler to a company who service the hoisting equipment. (Seen). Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 22 Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 x x 3 3 3 x HEALTH AND PERSONAL CARE Standard No Score 7 3 8 4 9 3 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 3 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 4 17 x 18 3 3 2 x x x x x 2 STAFFING Standard No Score 27 3 28 3 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 x 3 x 3 x x 3 Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2 3 4 5 6 Refer to Standard OP7 OP9 OP20 OP26 OP33 OP38 Good Practice Recommendations It is recommended that the care plan daily records also include the social and emotional support to give a picture of the whole person on a daily basis. It is recommended that some form of chart is placed in the room with the resident who is to have or is apply their own creams to keep a record of when applied. It is recommended that the administration of medication takes place in a room that is away from the cold and draughts while the building works are taking place. It is recommended that some concentrated carpet cleaner is used on areas that hold unpleasant odours. It is recommended that the management team continue to develop a quality assurance system to cover all areas of the service provided. It is recommended that the temperature of the bath water is recorded on each occasion. Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Norfolk Area Office 3rd Floor Cavell House St. Crispins Road Norwich NR3 1YF National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Laurel Lodge Care Home DS0000044217.V330181.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!